FB Supervisor

Roles and responsibilities

• Maximize Guest Loyalty and Guest Satisfaction in daily operation
• Ensure Legendary Quality Experience (LQE) standards are fully implemented, maintained, and executed to meet and exceed guests’ expectations
• Provide recommendations for wine and dining
• Ensure the beverage and self-service stations are properly set with sufficient stocks
• Maintain neatness and cleanliness of the Mandarin Club Lounge
• Set up the Breakfast buffet and prepare the lounge for breakfast service.
• Seat the guest and provide excellent service for breakfast and drink service.
• Set up the buffets on time and replenish them if necessary.
• Clear and reset the tables.
• Prepare and serve drinks and cocktails.
• Keep the pantry and lounge in perfect condition.
• Clean the operating equipment if there is no steward in the afternoon/evening.
• Serve welcome drink when there is a check-in.
• Collect the afternoon and evening buffet set-ups from the kitchen and return the leftovers.
• Counts the operating equipment.
• Collect the orders from the storeroom.
• Prepare the operating equipment daily for the service.
• Bring down the dirty linen to the linen room.
• Order and collect clean linen.
  

Skills & Qualifications

• Previous experience in the same role in a luxury hotel is preferred, resort experience will be an advantage
• Fluent in English, additional language will be a benefit
• Initiative with good customer service skills
• Related working F&B experience in hotel/restaurant is a must
• Enjoy interacting with guests and meeting new people
• Good communication and interpersonal skills, team player
• Dynamic and energetic

Desired candidate profile

1. Customer Service Excellence

• Guest Interaction: Greet guests warmly, take their orders accurately, and ensure they feel comfortable throughout their dining experience.
• Positive Attitude: Maintain a friendly and approachable demeanor, even in busy or stressful situations, to make guests feel welcomed and valued.
• Problem-Solving: Address guest concerns or complaints effectively and professionally, ensuring customer satisfaction and a resolution that aligns with restaurant policies.
• Personalized Service: Make guests feel special by remembering preferences, offering menu recommendations, and checking in regularly to ensure they are satisfied.

2. Food and Beverage Knowledge

• Menu Familiarity: Understand the menu thoroughly, including the ingredients, preparation methods, portion sizes, and any potential allergens.
• Wine & Beverage Pairings: Have knowledge of the wine list, cocktails, and other beverages, and be able to recommend pairings to enhance the dining experience.
• Specials & Dietary Restrictions: Be aware of daily specials, and offer alternatives for guests with dietary restrictions, such as gluten-free, vegetarian, vegan, or other food allergies.

3. Efficiency & Time Management

• Speed of Service: Ensure that food and beverages are served quickly and accurately, without compromising quality.
• Multitasking: Handle multiple tasks simultaneously, such as taking orders, serving food, delivering drinks, and cleaning tables, all while maintaining a high level of service.
• Prioritizing Tasks: Recognize high-priority tasks (e.g., clearing tables or refilling drinks) and address them quickly, especially during busy periods.

4. Attention to Detail

• Order Accuracy: Double-check orders before sending them to the kitchen to ensure there are no mistakes in what the guest ordered.
• Presentation: Serve food and beverages in an aesthetically pleasing way, maintaining the standards of presentation expected by the establishment.
• Table Setting: Ensure tables are properly set before guests arrive, including clean plates, silverware, glasses, and condiments.

5. Physical Stamina & Endurance

• Long Hours on Your Feet: Be prepared to be on your feet for long periods, as F&B service attendants are often walking, standing, or moving quickly throughout their shifts.
• Carrying Plates & Trays: Carry multiple plates, drinks, or trays of food without spilling, often while navigating busy dining areas.
• Quick Movement: Move swiftly between tables, the kitchen, and the bar to provide guests with timely service.

6. Communication Skills

• Clear Communication: Be able to communicate clearly with guests to take their orders and with kitchen and bar staff to ensure smooth service.
• Active Listening: Listen carefully to guests' orders and requests, ensuring you understand and repeat back the information to confirm accuracy.
• Team Collaboration: Work well with other servers, bartenders, and kitchen staff to ensure a seamless dining experience for guests.

7. Sales & Upselling Skills

• Suggestive Selling: Upsell additional items such as appetizers, desserts, or drinks to increase sales and enhance the guest experience.
• Promoting Specials: Offer daily specials, promotions, or limited-time offers to guests, increasing the likelihood of higher sales.
• Building Guest Relationships: Build rapport with regular guests and encourage repeat business by offering personalized service or remembering their preferences.